sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Recording/monitoring calls for quality assurance purposes on a basic CTX system

A support team director has asked if it's possible for someone to monitor or record phone calls in our call center.

I don't have the full Toshiba ACD system (very pricey); however I've experimented a bit with COS and executive call override, which seems like it might do the trick. It doesn't seem to work consistently though.

Are there any elegant ways that someone can "jump into/out" the middle of a phone call to listen in? Having a tone is fine: we're not trying to keep the monitoring "secret" from our employees per se, but being able to listen in or even assist without having to be conferenced in manually would be perfect.

There is away to turn off the tone. Executive override is really the only way to join a call in progress.

If you are ready do spend some money on a real sollution, Oaisys Tracers work great for recording and monitoring, but be prepared for the costs.

Are you using copper dial tones or a T-1/PRi?

There are lots of solutions (many and cheap in my storage unit) for listening in on copper lines and there are digital loggers that will work on T-1/PRi circuits.